Keiningham, Timothy L.; Goddard, Melinda K. M.; Vavra, Terry G.; Iaci, Andrew J.
September 1999
Marketing Management;Fall99, Vol. 8 Issue 3, p57
Roche Diagnostic Systems, a division of the Basel, Switzerland-based F. Hoffmann- La Roche Ltd. health care company, transformed itself by focusing on improving customer satisfaction. After the division rarely met profit objectives for nearly 20 years, its new focus helped the company exceed all profit expectations within a five-year period and become the fastest-growing competitor in its industry and in F. Hoffmann-La Roche's worldwide health care group.


Related Articles

  • Understanding the Customer Base of Service Providers: An Examination of the Differences Between Switchers and Stayers. Ganesh, Jaishankar; Arnold, Mark J.; Reynolds, Kristy E. // Journal of Marketing;Jul2000, Vol. 64 Issue 3, p65 

    Creating and maintaining customer loyalty has become a strategic mandate in today's service markets. Recent research suggests that customers differ in their value to a firm, and therefore customer retention and loyalty-building efforts should not necessarily be targeted to all customers of a...

  • Post-Adoption Behaviors of E-Service Customers: The Interplay of Cognition and Emotion. Chea, Sophea; Luo, Margaret Meiling // International Journal of Electronic Commerce;Spring2008, Vol. 12 Issue 3, p29 

    The interplay between cognition and emotion has been explored in the consumer behavior literature, but the links between cognition-emotion interplay, satisfaction, and post-adoption behaviors have not been integrated in a single model of customer retention. The authors proposed a model that...

  • The Consequences of Cross Cultural Differences on Consumers' Awareness to Product Multiplicity: A Theoretical Discussion. Khandoker, Mohammad Sogir Hossain; Faruque, Md. Ornar // International Journal of Business & Management;Feb2011, Vol. 6 Issue 2, p276 

    Cultural variety in perception to diversity addresses a marketing instrument for which substantial cultural disparity to be expected. Consumers' perceptions of variety differ from the actual variety provided by a manufacturer or trader. Literature indicates that consumers' benefits and cost of...

  • The Behavioral Consequences of Service Quality. Zeithaml, Valarie A.; Berry, Leonard L.; Parasuraman, A. // Journal of Marketing;Apr96, Vol. 60 Issue 2, p31 

    If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers' behavioral responses should be detectable. The authors offer a conceptual model of the impact of service quality on particular behaviors that...

  • Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues. Singh, Jagdip // Journal of Marketing;Jan1988, Vol. 52 Issue 1, p93 

    Researchers and practitioners recently have given increasing attention to the antecedents and consequences of postpurchase consumer complaint intentions and behaviors. Issues pertaining to the nature and structure of the consumer complaint behavior (CCB) concept, however, have not received such...

  • Keeping customers for the long haul: Four building blocks.  // Sales Insider;10/8/2008, Vol. 2 Issue 48, p2 

    The article offers tips for customer retention. Sales personnel should be reliable by keeping his/her promises to customers. If there was something that hindered the sales personnel from keeping his word, he/she should explain why, make an apology and compensate for any inconvenience the...

  • Customer churn soars as public hunts bargains.  // Precision Marketing;9/23/2005, Vol. 17 Issue 47, p2 

    Cites a survey in Great Britain indicating the likelihood for customers to defect than ever when it comes to shopping for better deals. Percentage increase in customer promiscuity in the banking industry; Customer churn rate in mobile telecommunications companies; Success of power suppliers and...

  • Satisfaction Action is...  // Marketing News;2/15/93, Vol. 27 Issue 4, p4 

    Discusses Council on Financial Competition's "Retail Customer Retention Economic Analysis," published by the Advisory Board Co. Value of customers under bank customer retention economics; Findings of research on lifetime customer value; Impact of customer retention on bank profits.

  • The VALUE of your customer. Galler, Larry // Cleanfax Magazine;May2009, Vol. 24 Issue 5, p48 

    The article discusses the importance of customer retention. It was found that 50% of customers defect from a company in the first year while 20% of those remaining defect annually. According to the article, retention rate, if increased by at least 5% could increase the number of retained...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics